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Used After a Change To Evaluate Success The journey is far from over when your change crosses the finish line. The Post-Implementation Report offers you an invaluable debrief, providing insights into what worked, what didn't, and how to perfect your approach in future projects. What is the Purpose of a Post-Implementation Report Template? This crucial document serves to: Assess Outcomes: Gauge the success of the implemented changes against planned objectives and deliverables. Identify Lessons: Learn from both the triumphs and pitfalls encountered during implementation. Drive Improvement: Shape future strategies and processes based on real-world experience. Ensure Accountability: Assign follow-up actions to responsible parties. Facilitate Governance: Help in auditing and compliance by documenting changes and outcomes. Where and When to Use a Post-Implementation Report? Ideal For: Reviewing Success of Changes Concluding IT Projects IT Governance Reviews Post-implementation Audits Process Improvements When to Use: After the completion of any IT change Following the conclusion of key project phases For post-project reviews and audits What's Inside? The Post-Implementation Report Template includes: Executive Summary: A brief on the change, key objectives, and the overall outcome. Timeline: Compares estimated vs actual implementation time, and notes any delays. Benefits & Issues: Documents whether the change achieved its expected benefits and any issues encountered. Lessons Learned: A section dedicated to insights for future implementations. Follow-up Actions: Clearly assigns any next steps to respective owners, along with due dates. Additional Information Related RFC: The Report connects to your Request for Change (RFC) for seamless correlation. Compliance: The Report aids in maintaining a record for compliance and auditing purposes. Why Choose Our Post-Implementation Report? Our Post-Implementation Report isn't just a wrap-up—it's your guide to continually optimising your IT operations. By turning every change into a learning experience, we help you build a roadmap to perpetual improvement.

In the realm of project management, stakeholder engagement serves as the linchpin that holds the entire process together. From inception to implementation, stakeholders are crucial in making or breaking a project. Engaging stakeholders, keeping communications open, seeking support, feedback and other eyes open to potential project pitfalls is vital. This post delves into the intricacies and benefits of developing a stakeholder engagement strategy and its integral role in strategic project planning and leadership. What is Stakeholder Engagement, and Why is it Important for Strategic Planning? Stakeholder engagement is the process of interacting with and involving individuals, groups or entities in projects that are interested in or are affected by the project’s outcome. This interaction is crucial for strategic planning as it helps align and communicate the project’s objectives with stakeholder expectations, ensuring clarity and effectiveness in the long run. Where ambiguity or a lack of communication exists in a project, stakeholders often fill it with their assumptions and expectations, which can be very dangerous. 32% of Project Failures are Attributed to Poor Stakeholder Management According to a study by the Project Management Institute, 32% of project failures are attributed to poor stakeholder management. Source: PMI's Pulse of the Profession Stakeholder Engagement vs Stakeholder Management While often used interchangeably, stakeholder engagement and stakeholder management are two different concepts. Engagement is about building relationships and fostering open communication. Stakeholder management, on the other hand, focuses on aligning stakeholder interests with project goals, often through more formal processes and techniques to engage them. Steps Involved in Stakeholder Management Managing stakeholders effectively is a four-step process, each key part of which has its own importance and relevance in the full project delivery lifecycle. Here's a deeper look into each of these steps: 1) Identifying Internal and External Stakeholders The first step in stakeholder management is identifying who your stakeholders are. They will fall into one of two main camps, which will either be: Internal Stakeholders: These include the project sponsor, team members, managers, and executives within your organisation. External Stakeholders: These range from clients, customers, and suppliers to investors, community stakeholder groups, and regulatory agencies. Methods for Identification: Identifying stakeholders can be done in many ways, but typically through the following methods; Brainstorming: Team members can brainstorm to identify potential key stakeholders. This can be a very valuable approach. By throwing everything on the table, different people will have different perspectives, and it is unlikely that any stakeholder groups will be overlooked. Document Review: Analyse project documentation to determine who will be affected by or who can affect the project. Consulting Experts: Sometimes, industry experts or even team members from previous similar projects can provide insights into who the stakeholders might be. 2) Analysis: Assessing Stakeholder Needs and Influence After identifying the stakeholders, the next step in stakeholder management is to engage them to assess their perspectives, needs, expectations, and influence on the project. Tools and Techniques: Stakeholder Analysis Matrix: Use this matrix to list down stakeholders' interests, their influence level, and potential impact on the project. Interviews: Conduct interviews to gather qualitative data on what stakeholders expect from the project. The greater the project's size and complexity, the greater the value of this technique. 3) Prioritisation: Classifying Stakeholders It’s crucial to realise that not all stakeholders are created equal. Some have much larger sway or interest in a project than others. Prioritising them helps focus your efforts where they are most needed. Methods for Prioritisation: Power-Interest Grid: This tool helps classify stakeholders based on their level of authority ("power") and their level of concern ("interest") regarding project outcomes. Influence-Impact Grid: This is a similar grid but categorises stakeholders based on their influence over the project and the impact they experience from the project. 4) Engagement: Develop and Execute a Plan The final step is engaging effectively with the key stakeholders based on the analysis and priorities set. This requires the development of a Stakeholder Engagement Plan. Below is a free template to such a document. Components of a Stakeholder Engagement Plan: Communication Methods: Specify whether stakeholders prefer email updates, face-to-face meetings, or other communication platforms. There are so many communication ways that carefully selecting communication channels is crucial. Frequency: Some stakeholders may need weekly updates, while others may be fine with a monthly newsletter. Agree, capture and communicate the frequency of comms. Key Messages: What are the key pieces of information that you need to convey to different stakeholders? Each stakeholder or group will have different needs and expectations. For example, the executive team may be very interested in budget, whereas the end users are more interested in features and benefits realisation. By integrating regular updates, meetings, and other forms of ongoing communication together, the engagement and communications plan serves as the roadmap for how stakeholders will be engaged throughout the project life cycle. Tools for Effective Engagement: 4 Tools for Stakeholder Engagement Project Management Software Use software to keep stakeholders updated in real-time. Having a centralised view of project progress can be incredibly valuable. It can minimise the huge overhead of creating status reports constantly, chasing information and ensuring consistency. Tools like Asana or Jira offer dashboard views and real-time updates on projects, for example, allowing business stakeholders to track project progress and even participate when necessary. Why It's Important: Transparency: Stakeholders can see what’s happening, fostering trust. If done well, they can even answer their questions. Accessibility: These platforms are usually easy to access, even for those who are not tech-savvy. Feedback Platforms Online platforms can collect, collate, and analyse stakeholder feedback efficiently. Benefits: Quantitative Data: Analyse measurable feedback to inform decision-making. Trend Analysis: Over time, identify patterns in stakeholder opinions that may require action. Communication Tools Digital platforms have made it much easier to include stakeholders who are based remotely or across different time zones. From Slack channels for informal updates to Zoom meetings for more structured discussions, effective communication tools and resources are vital. Recommended Tools: Slack for Team Updates Zoom for Virtual Meetings MS Teams for Document Sharing Advantages: Inclusivity: Remote stakeholder groups have an equal opportunity to participate. Cost-Effective: Reduces the need for travel and other logistics. Hosting meetings on-site for stakeholders can be time-consuming. Importance of Stakeholder Engagement Strategy in Leadership Good leadership recognises the need for effective stakeholder management. Engaging stakeholders not only provides valuable insights but also helps in mitigating potential risks and overcoming challenges. It can turn potential adversaries into allies and facilitate a more participatory leadership style. There will always be people who don't want a project to succeed, so identifying them early and engaging them positively can make all the difference in the project’s success. Stakeholder Management for Strategic Planning Creating an effective stakeholder engagement programme and management is not only essential for the project execution phase but also crucial during strategic planning and decision-making. This ensures the project starts on the right foot, with everyone on board from day one. DURING the Strategic Planning Process Understand What the Stakeholders Want During the planning phase, it’s paramount to understand the stakeholders' needs and expectations. This deeper understanding helps in shaping the project objectives and delivery methodologies. Making assumptions can be disastrous for the benefits realisation and the project outcomes. Methods for Understanding Needs: Interviews: One-on-one discussions can reveal nuanced insights about stakeholder expectations. Surveys: These can be anonymous and allow stakeholders to share their views without any pressure. Focus Groups: Assembled groups can provide a collective viewpoint on what is expected from the project. What Do You Want to Achieve? Clarity in objectives is essential. Whether you want to gain project approval, collect feedback, get support or secure resources, having a specific aim will guide your stakeholder engagement process. Setting Objectives: SMART Goals: Objectives should be Specific, Measurable, Achievable, Relevant, and Time-bound. Align with Project Goals: Ensure that the objectives for stakeholder engagement are in line with the overall project objectives. Objectives & Key Results: I’ve written elsewhere about these, but highly recommend them as a tool for capturing, agreeing and cascading objectives. https://www.iseoblue.com/post/okrs-a-great-tool-to-measure-what-matters ONGOING - While the Plan is Being Implemented Stakeholder management isn't a "set it and forget it" process; it's an ongoing commitment throughout the project life cycle. Below are some key aspects that need continual attention. Putting Together an Engagement Plan Once the strategic plan is set, it's essential to have a robust engagement and communication plan that guides interactions with stakeholders. This plan acts as the operational manual for how, when, and what you communicate with each stakeholder or stakeholder group. Components of the Engagement Plan Communication Channels: Identify whether stakeholders prefer emails, newsletters, or face-to-face meetings. Frequency of Communication: Some stakeholders may need weekly updates, whereas others might be satisfied with quarterly reports. Key Messages: Identify the critical information each stakeholder needs, like project milestones or financial updates. Tools to Facilitate Engagement: Email: To keep stakeholders updated at scale. Feedback Mechanism: Regular surveys or a suggestion box can be included in the plan. The Importance of Identification Stakeholders aren't a static group; they can and often do change as the project evolves. New players may come into the picture, while others may exit. Consequently, it's vital to update your stakeholder list regularly. Identification Techniques Stakeholder Audits: Regular audits can be performed to assess who is still relevant. Change Logs: Maintain a log that tracks any changes in the stakeholder landscape. Relationship Management Building a successful project is often closely tied to maintaining healthy stakeholder relationships. Managing and developing these connections on an ongoing basis can make or break the project or organisation's success. Building Relationships: Active Listening: When stakeholders talk, listen carefully; it's a simple but effective way to show that their opinions matter. Regular Check-Ins: These don't have to be formal meetings. A quick coffee catch-up or a brief phone call can suffice. Maintaining Relationships: Conflict Resolution: Address any disagreements or conflicts directly and professionally. Consistency: Keep your communications and actions consistent to build trust. Tools for Relationship Management: Customer Relationship Management (CRM) Systems: For large stakeholder groups, a CRM can help you keep track of your interactions and notes about key stakeholders' concerns or preferences. Addressing these aspects makes you more likely to achieve and build a project environment where stakeholders feel heard, valued, and engaged. In the end, this can greatly influence stakeholders and enhance their support for your project's chances of success. Conclusion Stakeholder engagement is not a one-time effort but an ongoing process that permeates every aspect of project management. From planning to implementation, understanding and managing stakeholders' needs and expectations are critical for success. By taking a proactive approach to stakeholder engagement and risk management, project managers can anticipate challenges, allocate resources to support them more efficiently, and execute plans more effectively, ensuring project success.

Are you an aspiring or seasoned project manager looking to take your career to new heights? Look no further than the APM Project Management Qualification (PMQ) - a globally recognized certification that can open doors to exciting opportunities and equip you with the expertise to excel in the project management profession. In this blog post, we will explore the ins and outs of the PMQ, from its objectives and benefits to course structure and real-world applications. So buckle up and get ready to embark on a journey that can transform your professional life! Key Takeaways APM Project Management Qualification (PMQ) is a knowledge-based qualification designed to equip individuals with project management skills. PMQ certification provides potential for increased remuneration, professional acknowledgement and improved abilities. The course offers online/in person learning methods, mock exams and practice questions to prepare candidates for the exam. Understanding APM Project Management The Association for Project Management (APM) is at the forefront of the project management profession, providing a range of qualifications and certifications that cater to different experience levels and career ambitions. The APM Project Management Qualification (PMQ) is a knowledge-based qualification that aims to: Furnish individuals with a thorough comprehension of project management principles and practices Endow them with the abilities and knowledge to manage projects capably Contribute to the project management profession. The PMQ course encompasses topics such as project management principles, project planning and control, risk management, stakeholder management, project delivery, and project lifecycle. APM's Role in the Industry As the UK’s premier project management association, APM significantly influences the project management profession by offering a diverse array of qualifications and certifications, thereby aiding professionals in career advancement. APM’s membership is open to both individuals and organizations, including existing project managers who want to enhance their skills and knowledge. In 2017, APM received a Royal Charter and was designated as the chartered body for the project profession, solidifying its reputation as a key player in the industry. APM provides a framework called the Five Dimensions of Professionalism, which assists individuals in furthering their career and honing their skills, taking into account the situational context of each project. APM Qualifications and Certifications APM provides a series of qualifications such as the beginner-level APM Project Fundamentals Qualification (PFQ) and the more advanced APM PMQ, designed to meet the varying experience levels and career goals. The PMQ course covers the development and implementation of a project management plan, ensuring that individuals acquire the skills necessary to navigate the commercial environment of project management. Students can opt for various preparation methods for APM certification exams, such as self-study through online learning or attending a course covering topics like project procurement. The APM Project Management Qualification (PMQ) The APM PMQ is a knowledge-based qualification specifically designed for experienced project managers, with the intention of improving their skills and increasing their career prospects, including mastering schedule and resource optimisation techniques. The APM PMQ course is suitable for individuals who aspire to become project managers, as well as those who are already established in the field, in addition to students of related disciplines. The aim is to attain a comprehensive level of project management knowledge that is suitable for participating in projects ranging from individual assignments to extensive capital projects. PMQ Objectives The PMQ aims to: Boost project managers’ abilities and opportunities Assess their depth and breadth of knowledge in every facet of project management Furnish project professionals with knowledge-driven proficiency. PMQ is structured to assess the comprehensive knowledge held in all project management areas, thereby guaranteeing individuals have a robust foundation in project management principles, techniques, and best practices. Benefits of PMQ Certification Attaining a PMQ certification comes with numerous advantages, such as the potential for increased remuneration, professional acknowledgement, and improved project management abilities. PMQ certification may augment earning potential by furnishing employers with evidence of a candidate’s project management skills and knowledge, resulting in higher salaries and improved job opportunities. Furthermore, PMQ certification is widely recognized by employers and organizations as a sign of excellence in project management and is acknowledged by the Association for Project Management (APM) as a professional qualification. The certification offers: A thorough comprehension of project management principles and techniques Knowledge in project planning, risk management, and stakeholder management Proficiency to competently manage projects and teams PMQ Course Structure and Content PMQ course is offered to groups with up to 20 students, employing a blend of online and in-person learning methods. The course covers a wide range of topics, including: Project life cycles Communication in project management Project scope management Risk and issue management in the context of project management The PMQ workshop features exercises that focus on development as well as exam technique, ensuring that students are well-prepared for the final exam. Key Topics Covered The principal topics covered in the PMQ course encompass strategic planning, stakeholder management, and project governance. Strategic planning entails establishing objectives and goals, formulating strategies to accomplish them, and assessing progress within the strategic and commercial environment. Stakeholder management refers to the process of recognizing, engaging with, and satisfying the needs and expectations of stakeholders. Project governance, on the other hand, is defined as the set of processes, policies, and procedures employed to guarantee that a project is managed effectively and efficiently. Learning Methods PMQ courses can employ various learning approaches such as online self-paced study, instructor-led training, and mixed learning methods. The PMQ course employs various learning methods, such as online learning, exam-style questions and sample tests, collaboration with others, remote tutor support, practice tests and feedback, live online course wrap-up, video podcasts covering the syllabus, and pauses for thought to reflect on the material. These methods cater to different learning styles and preferences, ensuring a tailored learning experience for each student. Eligibility and Entry Requirements For those intending to enroll in the PMQ course, it is advisable to have at least two years of practical experience in project management. This experience must be relevant for the course’s objectives. Generally, it is anticipated that students have some prior project management knowledge – preferably, although not necessarily, through the APM Project Fundamentals Qualification (PFQ). In addition to experience, language proficiency is another important eligibility criteria for the PMQ course. Experience Level PMQ courses are suitable for individuals boasting at least 2-3 years of experience in project management. Experience is essential for the PMQ course as it equips individuals with the requisite skills and knowledge to successfully manage projects, making the course suitable for both aspiring and experienced project managers alike. The course covers a range of topics, including project planning, risk management, and project control, with a focus on how project management interacts with various aspects of a project. Language Proficiency It is recommended that participants of PMQ courses possess a good level of English proficiency, with IELTS 6.5 or CEFR B2/C1 being the suggested guidelines. Good English proficiency is crucial for understanding course materials and effectively participating in the learning process. If you do not possess this level of English, it is advised to review the guidance notes and sample papers available from APM before enrolling and to contact a member of the course team if you have any doubts. Course Assessment and PMQ Exam The PMQ assessment entails a comprehensive examination that evaluates candidates’ comprehension of project management concepts and methods. The PMQ exam comprises of 10 answers from 16 questions, with a time limit of three hours (reduced to two hours for PRINCE2® Registered Practitioners). A score of 55% or higher is necessary to be successful, ensuring that certified individuals possess a solid understanding of project management principles and practices. PMQ Exam Format The PMQ exam consists of a written examination which is to be completed within a 3-hour period. There are a total of sixteen questions on the examination paper, and candidates are obligated to answer ten. Each question has a point value of fifty, and the passing score is an overall percentage of 55 across all 10 questions answered. Exam Preparation Tips PMQ courses typically provide mock exams, practice questions, and optional exam preparation workshops to assist candidates in their endeavors. Mock exams are practice exams that replicate the real PMQ exam, helping students become acquainted with the exam format and content. Practice questions assist candidates in becoming familiar with the types of questions they may encounter on the PMQ exam. Exam preparation workshops are optional sessions designed to help candidates prepare for the PMQ exam, offering additional support and guidance. Choosing the Right Training Provider Selecting the apt training provider for your PMQ course is vital to guarantee a superior learning experience. When selecting a training provider for the PMQ course, factors such as: Course structure Teaching methods Tutor qualifications Alumni success rates Should be taken into consideration. Accreditation and quality assurance play an important role in selecting the right provider, as well as considering the factors that make the course delivery more effective and tailored to your needs. Accreditation and Quality Assurance Look for training providers accredited by APM and offering courses aligned with the APM Body of Knowledge. APM accreditation is a process of verifying that a training provider adheres to the standards established by the Association for Project Management (APM). This accreditation is a widely recognized mark of quality for project management qualifications, ensuring that the course you choose will meet the highest standards in the industry and prepare you for the PMQ exam. Factors to Consider When choosing a training provider, consider factors such as: Course structure: It should be organized and comprehensive, covering all key topics in project management. Teaching methods: They should cater to different learning styles and preferences, offering a mix of online and in-person learning options. Tutor qualifications: Ensure that the tutors are experienced and qualified in project management. Alumni success rates: Look for evidence of past students’ success in their project management careers. By considering these factors, you can make an informed decision when choosing a training provider. Tutors should possess relevant qualifications and experience in project management, as well as be accredited by the APM. Finally, investigate the success rate of alumni from the training provider to ensure that their teaching methods and materials yield positive results. Real-World Applications of PMQ Skills PMQ skills are broadly applicable across diverse industries and public sector organizations, making the qualification versatile and greatly valuable. Whether you are working in: Construction IT Finance Healthcare The skills and knowledge gained through the PMQ course can be applied to projects of varying sizes and complexities, ensuring that you can successfully manage and deliver projects in any industry or sector. The PMQ qualification is designed to equip you with the skills and knowledge to effectively plan. Industry-Specific Applications PMQ-certified professionals can apply their skills in numerous industries such as: Construction IT Finance Healthcare The internationally recognised qualification demonstrates the range of abilities necessary to manage a project effectively, making PMQ skills transferable across distinct industries and allowing project managers to apply their knowledge in various circumstances. From managing large-scale infrastructure projects to implementing innovative IT solutions, PMQ skills can enhance core understanding of project management processes and contribute to the successful delivery of projects in any industry or sector. Public Sector Applications PMQ skills are pertinent to public sector projects, including infrastructure development, policy implementation, and public service delivery. The versatility of PMQ skills enables project managers to effectively manage projects in the public sector, ensuring that projects are completed on time, within budget, and with the desired quality standards. PMQ skills can also facilitate compliance with pertinent regulations and laws, making them an invaluable asset for project managers working in the public sector. Summary In conclusion, the APM Project Management Qualification (PMQ) is a valuable certification for aspiring and experienced project managers alike, offering a comprehensive understanding of project management principles and practices. With its broad application across various industries and public sector organizations, the PMQ can open doors to exciting opportunities and equip professionals with the expertise to excel in their careers. By choosing the right training provider and diligently preparing for the PMQ exam, you can unlock the benefits of this internationally recognized qualification and pave the way for professional growth and success. Frequently Asked Questions What does APM mean in project management? APM stands for Association for Project Management and is a chartered body that provides professional project management qualifications, exams and guidance for the project management profession. It is also the acronym for Agile Project Management, which is an iterative approach to guiding project processes. Is APM better than Prince2? APM is the only chartered body for the project management profession in the UK and teaches a wide range of topics, including project management “people” skills, as well as monitoring and planning techniques such as Earned Value and Critical Path, which Prince2 doesn’t teach. Therefore, APM is better than Prince2. What are the 4 stages of a project APM? The four stages of a project APM are Concept, Planning, Development and Control, and Handover and Closure. These stages involve defining the client’s requirements, creating a plan, implementing the plan, and finally handing over and closing out the project. Which is better PMP or APM? Overall, both APM and PMP can be used for project management, but depending on the level of experience and flexibility required, PMP may not be the best option. APM provides more comprehensive training for all levels. What is the APM Project Management Qualification (PMQ)? The APM Project Management Qualification (PMQ) is a knowledge-based qualification for experienced project managers, providing them with career-enhancing skills such as schedule and resource optimization. These skills are essential for successful project delivery and can help project managers become more efficient and effective in their roles. They can also help to increase their earning potential and career prospects. The PMQ is designed to equip project managers with the knowledge and skills they need.

Managing an IT team involves various tasks, such as overseeing day-to-day operations, troubleshooting, and ensuring a seamless customer service experience. While this responsibility is rewarding, potential pitfalls can undermine effectiveness and the external perception of the team. Let's examine 5 mistakes IT managers can make and how to avoid them. 5 Mistakes IT Managers Can Make 1. Not Prioritising Training One of the most common mistakes is the lack of sufficient training. I've seen gifted staff wither on the vine and get jaded through a lack of training. Not having a clearly articulated training plan for all staff or not setting aside the time and resources for training doom it to failure. So, ask yourself a couple of questions; Do you have a well-understood training plan for each help desk member? If not, why not? To be brutally honest, if you don't have a training plan for each member of your team, you are failing them; You aren't identifying their needs and desires for growth and nurturing them, which is just one aspect of being a great manager. A path of growth should be plotted for the employee to exceed their current role. If you do, you'll get the trust of the individual and a great reputation for growing staff, and when the time comes, helping them move on to bigger and better things. Does training in any way reflect progression and access role rights in their role? (spoiler alert: it should) Role rights (such as administrative access to systems, the ability to undertake certain procedures, etc.) should be directly tied to training. Define the minimum prerequisites for certain levels of access within a role. Without training, those access rights or abilities are not forthcoming. This helps staff feel empowered when they start to pick up a new task, drives quality in the task itself (i.e. it gets done right the first time), and cuts down on potential policy and procedure violations. It's a win/win for everyone, but is a basic necessity for information ecurity as well. Below is a template to help you outline what skills each member of the team has in a standard and simple format. Free Template - IT Skills Matrix How much time and effort is invested into the training of team members? Or is it something that is just supposed to happen by magic? If you say, "We don't have the time" or "We can't afford it, " you are just making excuses. There are so many options these days for training, and they don't have to cost thousands. There's mentoring, one-to-one training in-house by other team members, online training, YouTube, Udemy and many other methods, so there's really no excuse. Do you have an onboarding plan? If you don't clearly have a plan of how you onboard a new starter into your team, you are setting them up to fail. In the organisations, I've worked in, and I hope yours is an exception, training for new starters is generally very patchy, usually pulled together at the last minute rather than through a structured plan. Induction can take many shapes, for example; Introduction to the company/products / teams Training on policies and procedures Technical infrastructure overview & training. Below is an example template you can download from my template store. Free Onboarding Training Plan Template 2. Ignoring Employee Feedback Your team is your most valuable source of information for improving processes and service quality. Ignoring their feedback can lead to frustration, decreased morale, and high turnover rates. I strongly recommend engaging with your team on any improvement plan or strategy you are developing. They'll know where the value is. Listen to them. Many years ago, when I was a fledgeling Help Desk Manager, I started an initiative to get ideas from the team. I had them all throw their improvement ideas on the table, even if someone else had already raised them (as this only reinforces its importance). Not contributing wasn't an option, so they all had to bring something. I did give them some general guidance and themes in which they could explore and categorise their ideas. We then collated the ideas, consolidating where there was overlap and devised a solid improvement plan, prioritised and themed. Ultimately, there were 39 improvement ideas, and we called the initiative 'The 39 Steps' after the old movie/book. We put them on the wall, and the layers of management above me started to ask about them and even began to proactively support some of them where additional influence was needed. 3. Failing to Set Clear Expectations It's a cliche because it's true; unclear expectations can cause confusion and inefficiency. If team members don't understand their responsibilities or the standards they should meet, the quality of customer service will suffer. As a manager, it's your duty to provide clearly defined roles, set realistic targets, and provide consistent feedback on performance. If people don't understand the path you need them to walk, they will deviate. So, having clearly defined processes, policies, and expectations takes out the guesswork on their part. A team can only rally around a vision and clear communication, they can't rally around vapour. If a person doesn't know what is expected of them, they will likely deviate from the path you had in mind, and who can blame them? Quite often, managers expect their staff to telepathically pick up on their needs, or if the objective is set at a high level, then the detail isn't. e.g. "I want you to build a new form of transport", is very general compared to "I want you to build a form of transport for traversing large bodies of water. It should be solar powered so its distance can be maximised." Often, these things are known, but only lip service is paid to them. Like they say, "If it isn't written down, it won't happen." So, I'm a huge believer in OKRs as a tool to capture expectations if you don't have an objective-setting method already. OKRs are Objectives & Key Results. I've written about them a few times, but here's a good example; OKRs and Objective Setting . 4. Lack of Adequate Tools In the digital age, using outdated or inadequate technological tools can significantly hinder your team's performance. It can lead to slow response times, unresolved issues, and customer dissatisfaction. Managers must ensure their teams have effective tools available. This includes software that allows for collaboration and task tracking. How any team can survive without an effective task/incident management system that EVERYONE has access to, I don't know, but I see it over and over again. One team is using X while another team does pretty much the same task using Y... Other tools can include things that take some of the repetitive nature out of tasks (and areas for human mistakes). A small investment in money can make a huge difference to the quality of output and the morale of the team. Set your team up to focus on adding value, not just repetitive tasks. They'll feel valued and that they are making a difference. 5. Neglecting Employee Well-being It's easy to get caught up in resolving issues and forget about the human element. IT work can be stressful, leading to burnout if not properly managed. Regularly check in on your team’s well-being, encourage work-life balance, support stress management, and celebrate victories, no matter how small. Remember, a happy team is a productive team. I'm a believer in regular one-to-ones. Don't leave anyone out in the cold. Make sure the communication channels are open. It's tempting, and sadly all too often the reality, that if we don't gel with someone on a personal level we avoid one-to-one situations. However, we really can't allow that to happen. I once had a team member who simply didn't want me (or potentially anyone else) as a line manager. They felt they had been there a long time, knew what they were doing and should be autonomous in their role, but while that may change your style of leadership, it shouldn't stop you from leading. People left out on their own often go rogue, and that's what happened to an extent with my team member. When I tried to start getting involved, they saw it as interference. I made sure we had regular one-to-one meetings on an agreed cadence and had a reasonably light agenda of looking at their objectives and getting their report on progress. Eventually, after the months had moved by they did leave, but on the way out of the door they said they'd learnt a great deal from me, and appreciated the support I'd given them during a personal issue. So, it's not about micromanaging, but about 'being there'. If I hadn't kept the communication lines open, I wouldn't have picked up on his personal circumstances, and I wouldn't have been able to support him. And that led ultimately to a mutual, if not best buddy, respect. In conclusion, effective management of a team requires continuous learning, open communication, clear expectations, proper tools, and a focus on team wellbeing. Avoiding these common mistakes not only enhances the performance of your help desk team but also leads to higher customer satisfaction rates. With proactive management and a strategic approach, you can turn these potential pitfalls into stepping stones towards success.